Refund policy

At Calcana, we take pride in helping you with your patio heater purchase. From design to realization, our team is available through our toll-free number and via email to answer any questions or concerns you may have relating to our products. Calcana’s patio heater brochure, dimensions and installation instructions are available online. We want to be certain you select the correct patio heater model for your application for years of trouble-free enjoyment.

All shipments must be inspected for damage at delivery and noted on the shipper’s paperwork. You must notify us within 5 days of receiving your shipment if damage has occurred.

In the rare case you do need to return your propane or natural gas heater, we can accommodate your request in accordance with the following:

  • Returns must be requested within 30 days of product receipt
  • Product(s) must be new and never installed
  • Product(s) must be in resalable condition
  • Product(s) must be in original packaging
  • Product(s) must be crated to protect the heater(s) from freight damage
  • Product(s) must be shipped prepaid to the factory
  • Prior to shipping and crating, pictures of the heater and the finished crate need to be sent to our factory for approval so you can obtain a Return Material Authorization Number (RMA)
  • Upon receipt at the factory, your returned item is inspected for damage
  • Return shipping damage is your responsibility as is a minimum 30 percent restocking fee

All returns should be sent using a traceable service that includes a tracking number. Calcana is not responsible for packages lost or damaged during return shipment

Returns Processing Time

We make every effort to process returns as quickly as possible. As a manufacturer, at times there are processing delays due to the heavy amount of building and shipping in our facility and delays are most notable throughout peak heating season.

Additionally, Calcana is not responsible for carrier delivery times or transit delays that may arise. Once you have received confirmation of delivery for your return, please wait at least 14 days from the date of receipt before inquiring as to the status of your return.

If you have not received correspondence from Calcana by that time, please contact the Calcana representative that sent your RMA and include your RMA number or copy of the RMA so we may research the status of the claim before responding to your inquiry.